Microsoft Suite
Josue Alberto
Customer Service Specialist
Tegucigalpa,Francisco Morazan
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Customer Service Specialist
Spytec
Remote
09.2022 - 11.2022
- Provided primary customer support to internal and external customers.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
L1 Customer Service Specialist
Sku Grid
Remote
04.2018 - 10.2022
- Gained strong leadership skills by managing projects from start to finish.
- Identified issues, analyzed information and provided solutions to problems.
- Proven ability to develop and implement creative solutions to complex problems.
- Resolved problems, improved operations and provided exceptional service.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked effectively in fast-paced environments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
- Excellent communication skills, both verbal and written.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Quality Assurance Analyst
Zero Variance
San Pedro Sula
11.2021 - 03.2022
Customer Service Specialist
Appliance Factory Parts
Remote
03.2021 - 11.2021
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Maintained and managed customer files and databases.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted customer with any shipping inquiry or request.
- Processed customer service orders promptly to increase customer satisfaction.
Team Lead
Global E Grow
Remote
09.2017 - 06.2019
- Client Live Chat (Customer service and appointment setter
- Worked different stations to provide optimal coverage and meet production goals.
- Coached team members in techniques necessary to complete job tasks.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
Appointment Setter
Live Chat Client
Remote
09.2017 - 04.2018
- Addressed client inquiries and updated database information.
- Acted as first point of contact and set appointments for prospective clients.
- Answered phone calls and answered questions from potential customers.
- Screened potential customers to determine their cases and transferring to the appropriate Lawyer.
- Organized, maintained and updated information in computer databases.
Customer Service Specialist
Startek
01.2015 - 09.2017
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Developed customer service improvement initiatives to decrease customer wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Technical Support Representative II
Allied Global
San Pedro Sula
05.2014 - 01.2015
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Receive escalations addressing customer inquiries or technical issues that Technical Support Representative I could not solve.
English Teacher
BABLA
San Pedro Sula
05.2013 - 05.2014
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Prepared and implemented lesson plans covering required course topics.
- Prepared comprehensive English curriculum for multiple classes.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
Education
Bachelor of Science - Microbiology
Universidad Nacional Autónoma De Honduras (UNAH)
Tegucigalpa 1 2013 - Current
High School Diploma -
New Generation Christian Academy School
San Pedro Sula 1 2008 - 1 2013
Skills
Excellent written and oral communication
undefinedSoftware
G Suite
Zendesk
Freshdesk
Asana
Slack
Jira
Salesforce
Whisk
Gorgias
Shopify
Recharge
Avaya X one
Citrix
RightNow Oracle
Sharepoint
Sparkcentral
Client Live Chat
Braintree
Magento
Timeline
Customer Service Specialist
Spytec
09.2022 - 11.2022
Quality Assurance Analyst
Zero Variance
11.2021 - 03.2022
Customer Service Specialist
Appliance Factory Parts
03.2021 - 11.2021
L1 Customer Service Specialist
Sku Grid
04.2018 - 10.2022
Team Lead
Global E Grow
09.2017 - 06.2019
Appointment Setter
Live Chat Client
09.2017 - 04.2018
Customer Service Specialist
Startek
01.2015 - 09.2017
Technical Support Representative II
Allied Global
05.2014 - 01.2015
English Teacher
BABLA
05.2013 - 05.2014
Bachelor of Science - Microbiology
Universidad Nacional Autónoma De Honduras (UNAH)
1 2013 - Current
High School Diploma -
New Generation Christian Academy School
1 2008 - 1 2013
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